At Espresso Direct (a trading name of Split Bean Coffee Company Limited), we work closely with our customers to ensure the right equipment is selected, supplied and supported for commercial use. We understand that investing in coffee equipment is a significant decision, and our aim is to make the process clear, supportive and straightforward. This policy explains how refunds, returns and warranty support work for business to business purchases only.
Business to Business Supply
All products supplied by Espresso Direct are sold on a business to business basis. Consumer cancellation rights under the Consumer Contracts Regulations 2013 do not apply. We take time before each sale to help ensure equipment is suitable for your business, which helps reduce the likelihood of unsuitable purchases.
Commercial Coffee Machines
Commercial coffee machines are supplied as part of a complete commercial package and are typically built or configured to order based on the agreed specification. Commercial coffee machines are not eligible for return due to change of mind. Orders cannot be cancelled once production or preparation has begun. Each machine is supplied to specification as agreed prior to order confirmation. Once a machine has been installed and the installation completion certificate has been signed, the machine cannot be returned unless it is found to be faulty. This approach ensures every machine is correctly specified, installed and supported for its intended commercial environment.
Accessories, Grinders and Returnable Goods
Accessories, grinders and other non-custom items may be eligible for return depending on how they are supplied and used.
Installed or Commissioned Equipment Where accessories or grinders are supplied as part of a machine package, installed, commissioned or used on site, they are not eligible for return.
Standalone Accessories and Equipment Standalone accessories or equipment supplied separately may be eligible for return provided the following conditions are met: you notify us within 14 days of delivery; the item is unused, uninstalled and in resalable condition; the item is returned in its original packaging; and the return is approved by us in advance. Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect. A restocking fee of up to 25% may apply to approved returns to cover inspection, handling and repackaging costs. Any applicable deductions will be confirmed before a refund is processed.
Return Process for Eligible Items
Step 1: Contact Us Please contact us before returning any item so we can confirm eligibility and provide return instructions. Returns submitted without prior approval may be refused or delayed.
Step 2: Obtain Return Authorisation If your return is approved, we will provide you with a Return Authorisation Number and return instructions. Items returned without a valid Return Authorisation Number may be refused.
Step 3: Return the Item Once approved, the item should be returned securely packaged and clearly labelled with the Return Authorisation Number. Items must be returned within 14 days of receiving return authorisation. Items returned without approval or after the 14-day return window may be refused.
Step 4: Inspection All returned items are inspected on arrival to confirm they are unused, uninstalled and in resalable condition. If items are found to have been used, installed, damaged or are not in resalable condition, the return will be rejected and the item will be returned to you at your expense.
Step 5: Refund Once inspection is complete and the return is approved, a refund will be processed to the original payment method. Any agreed return shipping costs or restocking fees will be deducted where applicable. Refunds are typically processed within 5 to 10 business days after inspection is complete.
Coffee, Consumables and Perishable Goods
Coffee beans, consumables and perishable items cannot be returned once dispatched due to their nature. This does not apply where goods are supplied damaged or incorrectly. In these cases, we will resolve the issue promptly by arranging replacement or refund as appropriate.
Damaged, Faulty or Incorrect Items
If any product arrives damaged, faulty or incorrect, the above restrictions do not apply. Please contact us as soon as possible and no later than 48 hours after delivery so we can investigate and resolve the issue quickly. Where appropriate, we will arrange repair, replacement or collection at no cost to you. For installed equipment, any faults must be reported in accordance with the warranty terms set out in our Terms of Service and Warranty Policy. Our priority is to ensure you receive equipment that is fit for purpose and ready for use in your business.
Warranty Support
Commercial machines and equipment are supplied with a 12-month parts warranty unless otherwise specified. Full warranty terms are set out in our Warranty Policy and Terms of Service. In summary: equipment must be installed correctly and in line with manufacturer guidance; usage and maintenance requirements must be followed; regular servicing should be carried out where required; and water filtration must be installed and maintained where recommended. We will assist with warranty claims and act as your point of contact wherever possible. Warranty claims are subject to inspection and approval. Please refer to our Warranty Policy for full details of coverage, exclusions and the claims process.
Ownership of Goods
Ownership of all goods remains with Split Bean Coffee Company Limited until full payment has been received. If you return goods before full payment has been made, any refund will be subject to deduction of outstanding amounts owed.
Exceptions and Discretion
We reserve the right to accept or refuse any return request at our sole discretion. In exceptional circumstances, we may consider returns outside the terms of this policy on a case-by-case basis. Any such exceptions do not create a precedent or obligation for future returns.
How to Contact Us
If you have any questions about returns, faults, warranty coverage or equipment suitability, our team is here to help.
Split Bean Coffee Company Limited (trading as Espresso Direct)
Email: returns@espressodirect.co.uk
Phone: 0191 359 2069
Address: Unit 7 Douglas Court, Eleventh Avenue, Team Valley Trading Estate, Gateshead, NE11 0JY
Business Hours: Monday to Thursday: 8:00am to 5:00pm Friday: 8:00am to 2:30pm Saturday and Sunday: Closed
Company Registration: 08926710
VAT Registration: GB986311106